The Metrics Gap
Though companies have plenty of customer satisfaction and agent performance data available to them, most don’t have a comprehensive strategy for customer experience (CX) analytics. In some cases, CX leaders gather customer feedback, but their efforts end there—they do no analysis ...
Critical Capabilities for Contact Center as a Service
During 2020, as a result of the pandemic, organizations were compelled to build on employee experience, adding resource management capabilities, deepening workforce engagement management (WEM) functionality, and leveraging transcription for agent assist and speech analytics within CCaaS applications. The application marketplace is beginning to become a differentiator, as partners’ software ...
Five9 Intelligent Virtual Agent Solution Guide
Virtual agents can understand human speech in over 100 languages and respond using text-to-speech (TTS) that is almost indistinguishable from a human agent. Virtual agents can make appointments, reset passwords, look up orders, survey customers, process payments, and answer all kinds of questions – over the phone, chat, or messaging channels. ...
